Chelsey Willis

• Processed customer appeals and grievances in compliance with federal, state, and accreditation guidelines.

• Conducted comprehensive research to evaluate and respond to customer cases, ensuring timely and accurate resolution.

• Analyzed and interpreted contract provisions and regulatory requirements to provide appropriate case dispositions.

• Communicated case outcomes to customers, ensuring clarity and empathy while addressing their concerns.

• Collaborated with internal teams to gather necessary documentation and support case resolution.

• Served as the primary contact for customer inquiries, delivering exceptional service and ensuring positive experiences
• Conducted data analysis to identify patterns in customer feedback and suggested process improvements to enhance service quality
• Provided customers with accurate information regarding policies, contract provisions, and case status updates
• Developed and maintained detailed case records to ensure compliance and facilitate accurate reporting

• Delivered prompt, friendly, and knowledgeable assistance for routine questions and service-related complaints, ensuring a positive customer experience.
• Addressed and resolved client concerns with efficient complaint resolution techniques.